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Getting startedSome tips to help you get acquainted with your newhome and to help make the most of your residence.What we ask of youAs a Wise Living tenant there are certain behaviours werequire to ensure the property is properly cared for and tomake sure Wise Living communities are a great place tolive for you and your neighbours.What you can expect from usIn the same way that we ask certain things of our tenants,as a landlord we have responsibilities to our tenants andtheir living conditions.Useful information about the propertyA go-to for any commonly-asked questions regardingWise Living propertiesAt the end of your tenancyInformation to help you at the end of your Wise LivingtenancyIn the event of an emergencyWhat to do and who to call213 - 1011 - 1316 - 1814 - 1519 - 20pageContentsGettingStarted1

We recommend that upon move in youtake a tour of your new property to getfamiliar with some key functions. Eachproperty style has a slightly different layoutso here is a list of some important utilitiesand where they are most commonly found.Utility metersThe gas and electricity meters are located on theoutside of the property in meter cupboards. Wewould recommend taking readings when you firstmove in so these can be given to your utilityprovider. The water meter is located outside thefront of the property in an inspection chambergoing into the ground but can be read using theBluetooth meter under your kitchen sink. If youare renting an apartment your utility meters canbe found in your communal cupboard. For healthand safety reasons, these cupboards are locked. Emergency switch-offsAn emergency gas switch off lever can be foundin the meter box, next to the gas meter. Aninternal water stop tap is located under thekitchen sink, and an external stop tap is locatedoutside for switch off before the internal stop tap.Tools may be required to operate the externalstop tap. The fuse box will be located either in thedownstairs WC or downstairs storage cupboard.For apartments, you can find an emergency stoptop and your fuse box in your washing machinecupboard.Getting to knowyour propertyGetting started3GasWaterElectricFuse boxExternal stop tap

Please note that these how to guides relate to ourstandard specification. Some properties may vary. Formore detailed information relevant to your make andmodel of appliances, please refer to the user manualssupplied to you.Basic boiler controlsEach boiler manual contains a ‘quick reference’ guideto the basic controls, indicators on the boiler controlpanel, as well as more detailed information. We wouldadvise that you familiarise yourself with this uponmove in. If you are experiencing any operationalproblems with the boiler, troubleshooting advice canbe found in the boiler manual to resolve or diagnosecommon issues. If you have not received a copy ofyour boiler manual please contact us on 0345 3194070 or email us at emailus@wiselivnghomes.co.ukCentral heating systempressureThe normal operating water pressure for the boilerin your property will be detailed in the user manual.Typically you will find the pressure gauge within bar 1 when the operating water pressure is normal.However, please check your user manual.Pressure above or below the optimum level canindicate a fault or the need for re-pressurising whichcould be causing an operating issue. Re-occurringpressure issues may indicate an ongoing fault.Re-pressurising the boiler is the responsibility of thetenant. Your boiler manual will have model-specificguidance on how to correctly carry this out, however ifyou do not feel comfortable doing this an engineercan be arranged to attend for a small charge.The thermostat in the property can be programmed with a 7 day heating and hot watercontrol, designed to help you save energy and create a comfortable environment in yourhome. Lack of heating or hot water in the property could be a result of a thermostat settingso it is essential to double check the thermostat programme and options (e.g. if hot waterand/or heating are selected) for any heating or hot water issues. We would advise thatupon move in you consult the thermostat manual and set your desired programme. Thismanual would have been sent to you via email upon move in. If you have not received thisplease contact the DifRent team.Most thermostats include a BOOST function, allowing the user to activate or extend a 1 to 2hour period of hot water or central heating outside of the programmed settings. If anADVANCE button is present this allows the user to bring forward the next programmedheating or hot water time, or to switch this off until the next timed program.Setting your heatingGetting startedGetting startedHow-to guides0022barbar343411Fig. 1Fig. 2RequiresRepressurisingNormal Pressure02bar341Fig. 3Fault4

Getting startedAppliance How-to guides5

Pressing the QUICK key during exit will shorten the exit time to 3secondsTo abort the exit enter a valid User CodeSetting your house alarm Two methods are available for Full Set. Afterchecking the premises are fully secure:User codes may be added and deleted.To program User Codes:Enter a valid User Code followedby NO (X), the display will showPress NO (X), the display will showPress QUICK or enter a valid User Codefollowed by FULLThe exit tone will now soundExit the premises via an authorised exit route21To unset the system:Enter the premises via an authorised Entry PointThe Entry Tone will sound Proceed to the keypadEnter a valid User Code231Do You Wantto.. Delete Zone?Do You Wantto.. Test ?Getting started6231

Text is entered in a similar way that you would enter texton a mobile telephone.Enter the required character followed by YES ( ) , continueuntil you have entered eight characters. The display will showPress YES ( ) to program more codes or press 0twice to return to Unset Mode.If your property contains a door-entry system (apartmentsonly), you will receive calls from your visitors wishing to enter thebuilding. To speak to the caller press button 10 and press button8 to allow them to open the first door. You will then need to pressbutton 12 to unlock the internal door to your apartment. Thisdoor will remain unlocked for 3 minutes.Your property is equipped with main connected Smoke, Heat &Carbon Monoxide alarms. These should be tested weekly byusing the test button. This needs to be pressed and held until thealarm sounds. Press NO (X) the display willshowPress NO (X) the display willshowPress YES ( ) the display willshowPress YES ( ) the display will show Press a single digit corresponding to theuser number (1 to 9) that you wish toprogram. This display will show forexampleTo change the code press NO (X) thedisplay will show for exampleTo accept the current text press YES ( ) or tochange the text press NO (X) the display willshow for exampleEnter your required code followed by YES )the ( display will show6438579131012HintGetting startedGetting startedCode 2# # ##Code 20 0 0 0<-Select 1 ..9Code 2Text User 2Do You Wantto.. ProgramCodes ?Code 2 Text-Do You Wantto.. ProgramCodes ?Do You Wantto.. ProgramChime ?Do You Wantto.. SelectOptions ?Testing the fire alarmUsing the door - entry systemDoor entry systemCarbon Monoxide alarmFire alarm - test button12712810

Getting started Getting startedBasic oven controls If your appliance is brand new we recommend an initial cleaning before the first use,removing all accessories and removable shelf supports (if applicable). Please referto the ‘Care and Cleaning’ section of the appliance manual which was sent to youvia email upon move in.We also recommend pre-heating the oven for one hour, followed by the grill for tenminutes to burn off any residual grease. Appliances can become hotter than usualand can emit an odour and smoke. Ensure the airflow in the property is sufficient.Please note that the oven timer must be set to operate the oven.When the appliance is first connected or following any disruption in power, theindicator for the Time of Day function will flash meaning the timer must be set. Pressthe plus or minus buttons to set the correct time.To change the time press the CLOCK FACE button until the indicator for the Time ofDay function on the display flashes and amend with the plus and minus buttons. Allkitchen appliances have separate switches on the wall of the kitchen, please ensurethese are in the ON position to operate.Vado showerThe thermostatic shower is fitted with a safetyfunction on the temperature dial. To set thetemperature to over 38 degrees the safety buttonmust be depressed when turning the dial.Note: for some properties these two dials may beon opposite sides. Always check the temperaturegauge before using the shower.External tap maintenanceIf your property has an outside tap we would advisethat during the winter months when usage will beless frequent this should be isolated to avoid againstfrozen pipes. This simple operation is undertaken byshutting off the water supply to the tap by theisolating service valve.This is the section highlighted by the circle on theimage to the right. It can be turned off with a flatheaded screwdriver, or a 5 pence piece. When theslot is in line with the pipe it is in the on position(allows water through to the external tap) and whenthe slot is across the pipe it is off.How to tighten a toilet seatThe toilet seat fixing is at the back of the seatbeneath the chrome disc/cover. This can easily belifted and turned to locate the fixing bolt which canbe tightened with a screw driver.Kitchen Switches8

T E S T I N G Y O U R C O 2 A N D S M O K E A L A R MTesting your smoke alarm:Press and hold the test button on the smoke detector. It can take a fewseconds to begin, but a loud, ear-piercing siren should emanate from thesmoke detector while the button is pressed. If the sound is weak or non-existent, replace your batteries.If it has been more than six months since you last replaced the batteries(whether your detector is battery-powered or hard- wired), change themnow regardless of the test result, and test the new batteries one final time tohelp ensure proper functioning. You should also look at your smokedetector to make sure there’s no dust or other substance blocking itsgrates, which may prevent it from working even if the batteries are new.If you find that your alarms are not in working order, you’ll need to replace the batteries. If the alarmstill does not work after replacing the batteries, please report this via Fixflo.Testing your carbon monoxide (CO2) alarm:Press and hold the test button on the front of the alarm until the alarmsounds. Be sure you hold the button down long enough; it can take up to20 seconds for the alarm to respond to the test.Pressing the test/silence button is the correct way to test theCO alarm. NEVER use vehicle exhaust or some other source ofcombustion fumes. Exhaust causes permanent damage.9

Whatwe askofyouIf your boiler seems to be functioningcorrectly but some or all of the radiators inthe house aren’t heating up properly, itcould mean that there are air bubbles in thesystem preventing it from flowing as itshould.To resolve this you would need to bleedsome or preferably all of the radiators in theproperty. To bleed a radiator in your DifRenthome you would need to turn off yourheating, then open the radiator valveindicated here using a flat-headedscrewdriver.Be prepared to catch any water escapingfrom the valve with a bowl or similar andwhen a steady stream of water (notspluttering) squirts from the radiator,tighten the valve with the screwdriver.How to clean your laminate flooringRemove all dirt particles with a dustpan and brush.Always use a microfiber cloth.Moisten the microfiber cloth with Elka clean by spraying it a few times.Do not spray too much of the product at once; it shouldn’t drip from themicrofiber cloth.Never spray directly on the floor.Wipe in the lengthways direction of the panels.Distribute the moisture evenly across the floor, if necessary, moisten thecloth again by spraying it.Getting started130How to bleed your radiators

Tenant responsibilities Tenant responsibilitiesAs a resident you are solely responsible for ensuring the rent is paid in full andon time. Failure to do this may result in charges and/or eviction. A standingorder is an instruction that you give your bank to pay a fixed amount tosomeone else on a regular basis (please note a standing order is different to adirect debit)Your payment date needs to be 3 days before your rent is due in order for thefunds to reach us in time. For example, if your rent is due on the 5th of eachmonth, your standing order payment date needs to be the 2nd. We cannot amend or cancel the standing order on your behalf. It is yourresponsibility to ensure that the standing order is cancelled at the end of thetenancy.It is your responsibility to look after the property both internally and externallyduring your tenancy and to act in a ‘tenant like manner’ at all times.You will be responsible for all utilities such as gas, electricity, water and counciltax for the duration of your tenancy. Meter readings will be included on yourinventory and will be provided to the relevant utility provider. Wise Living uses autilities management company called Help The Move who will be in touch tohelp get you set up with the best tariffs and services for you, free of charge. Routine maintenance such as replacing light bulbs, fuses and tap washers,cleaning gutters and drains, cleaning windows and garden maintenance areyour responsibility throughout your tenancy.Informing the landlord of issuesTo help us ensure that the property remains in great condition it is important thatyou report any issues to us as soon as possible. Minor issues can result in greaterdamage in the long term so please let us know. Repairs can be reported firstly byusing your Fixflo portal or either by calling 0345 319 4070 (24 hour contact) oremailing emailus@wiselivinghomes.co.ukLeaksLeaks are a particularly important issue to be reported as quickly as possible toprevent excessive damage to the property and your belongings. Details of thewater stop taps can be found on page 3.Call-outsIf a contractor is called out to attend to maintenance that turns out to be as aresult of tenant mis-use, costs to resolve and for the contractor’s visit may be re-charged to you as the tenant. Similarly if a scheduled appointment is missed youmay be charged the contractors call out fee.Allowing access for maintenance and inspectionsContractors for required maintenance must be given access to ensure issues areresolved and planned maintenance such as gas safety checks can beconducted.Property visits are also required periodically to ensure the property is beingcorrectly maintained. A time will be arranged with you for these visits or if a timecannot be arranged with you directly, pass keys may be used to access theproperty with 24 hours notice.Permission is required from the landlord to make interior and exterior changes tothe property, including but not limited to:SatellitesWall-mounted televisionsHanging basketsDecoration or alterations to the propertyAlterations must be set back to their original state at the end of your tenancy.Our aim is to provide you with a property that is safeand fit for purpose, and our expectation is that thisproperty is maintained and respected to ensure it iskept in good condition for you and future tenants.1116What we ask of youUtilitiesPaying your rentLooking after the property

Insurance You are responsible for obtaining contents insurance to cover yourbelongings.CondensationIt is the tenant’s responsibility to prevent condensation by: not drying washingon radiators inside the property, ensuring that trickle vents are open, openingwindows and using extractor fans where possible.Note that in some properties, extractor fans are not automatic and these willhave to be turned on using a separate switch.GardensAll front gardens and communal areas will be maintained by the landlord’sgrounds maintenance team however we do still require you to cut the backgarden grass regularly, preferably every two weeks over summer.At no point are you allowed to:Sub-let all or part of the property. Any additional occupants must beapproved by us in advance of them moving into the property.Smoke in the property, or allow guests to do so.Be a nuisance to your neighbours or allow excessive visitors to yourproperty which could result in a disturbance.Keep pets at the property unless you have obtained prior writtenpermission from us. Permissions to keep a pet, if granted, will be subjectto an additional deposit and agreement detailing the pet’sage/type/breed and a stipulation that all carpets are professionallycleaned at the end of your tenancy.Tenant responsibilities12

ParkingYou are only permitted to use the designated parking space(s) allocated tothe property and it is your responsibility to ensure guests to the propertyalso abide by this.Water buttsThese are provided at selected properties for the purpose of wateringplants and other non-drinking purposes.Solar panelsIf your property is fitted with solar panels you may benefit from reducedelectricity bills but we must ask that you inform us if you wish to changeelectricity provider.Communal areasYou must ensure that no rubbish or possessions are left in communalareas (including bicycles and prams) and that all rubbish is correctlydisposed of. Apartment block doors must not be propped open for firesafety reasons. Risers and meter cupboards must not be used for storageand are only to be accessed for the appropriate purposes.Tenant responsibilitiesWhatyoucanexpectof us13

What you can expect of us What you can expect of usA good experienceWe want your time as a Wise Living tenant to be as enjoyableand comfortable as possible. As your landlord there are anumber of responsibilities we have to ensure the property is in asafe and good working condition.We will provide you with the following documents, please let usknow if you do not receive these for any reason: InventoryYou will be provided with a comprehensive inventory before you move into theproperty. You will be given time to review the inventory once you move into theproperty and will have 5 working days to confirm any changes to us in writing;after this time it will be assumed that you are happy with the original copy of theinventory that you were provided with.CertificationYou will be provided with a copy of the Energy Performance Certificate (EPC) forthe property. The EPC is valid for 10 years from completion.You will be provided with a copy of the electrical installation certificate, there ishowever no legal requirement for us to provide you with this.You will be provided with a copy of the current gas safety certificate and EIRC forthe property.It is a legal requirement that we arrange for an annual gas safety check to becarried out by a Gas Safe registered engineer. In order for us to comply with thislegal requirement we will require you to allow access to a contractor annually forthem to carry out the necessary checks and to provide you and us with anupdated gas safety certificate. If you refuse access for this vital procedure wewill be forced to access the property with pass keys.User manualsYou will be provided with a user manual for each of the appliances in theproperty. These manuals will be provided to you by email on the day of yourmove in and as hard copies in the property wherever possible.Security depositWe will ensure that your tenancy deposit is registered with the Tenancy DepositScheme (TDS). The registration details will be confirmed in writing by the TDSand they will provide you with a unique re-payment ID. You will need yourrepayment ID to release your deposit at the end of your tenancy.Access to the propertyWe will also give you reasonable written notice of any necessary visits to theproperty. This notice will never be less than 24 hours. You in turn will be expectedto allow access to the property if required within reasonable hours and withreasonable notice having been provided.14

Customer CareGrievance procedureIt is now compulsory for all letting and property management agents to be amember of a government-approved redress scheme, our registrationsinclude The Property Redress Scheme and the Property Ombudsman.In the event that you are unhappy we would ask that you contact us todiscuss your dissatisfaction on 0345 450 4632 (a local rate number). If weare unable to resolve the issue to your satisfaction over the phone then youwill be asked to confirm the details of your complaint in writing to Wise Living,9 Regan Way, Chilwell, Nottingham, NG9 6RZ.In the unlikely event that you are still dissatisfied then you will be advised tocontact the relevant redress scheme who will review your complaint andtake the necessary action.Enquiries to the landlordWe will endeavour to respond to all queries as quickly as possible, but within3 days overall except in the case of emergencies.Our dedicated team of advisors are here to support you throughout yourtenancy and they are contactable during office hours Monday to Friday 9amto 5pm.Remember we would always encourage you to report any propertymaintenance issues via your Fixflo Portal.Outside of these hours we are contactable for emergencies only.What you can expect of us15

Usefulinformationabout theproperty16Some more information regarding the property based onthe most frequently asked questions. Useful informationBulbsEnergy efficient bulbs are used throughout the property. When replacing abulb you should replace it with another of the same specification.Safety alarmsThe property is fitted with a smoke detector on each floor, a heat detectorand a carbon monoxide detector. All of these are mains wired with abattery back-up. The detectors will be tested at the time of inventory, it isthen your responsibility to test these at regular intervals during yourtenancy (see page 7 for guidance). For all apartment buildings a firestrategy sign will be displayed in communal areas, detailing the plan tofollow in case of fire. Please ensure to familiarise yourself with this fire planas soon as possible.Security alarmsThe property is fitted with a security alarm. You will be provided with thealarm code upon move in. You are free to change this to a memorablecode of your own. You should be aware that we hold a master overridecode which will allow us to gain access in the event of an emergency.Property FAQs

For Apartments Only17

Air ventsAir vents where applicable should be left open at all times to prevent a build-upof condensation and the potential result of mould particularly in kitchens andbathrooms.Loft spaceThe loft in the property is not suitable to be used as storage space. We musttherefore request that you do not access the loft space or store any items inthis space.Television aerialsThe property is not fitted with a television aerial; you will need to decide whatservices you require and contact the preferred provider. Aerial sockets are inplace should they be required.Property FAQsAt theend ofyourtenancy18

At the end of your tenancyAt the end of your tenancyWe hope that youwill choose to stay inyour Wise Livinghome......but should you decide to move on you will need toensure that certain processes are adhered to.NoticeWritten notice of your wish to end the tenancy must be provided in line withyour tenancy agreement. Mail & BillsYou should ensure that you set up a mail redirection - this can be arranged viathe Royal Mail website. Unfortunately we cannot accept responsibility forretaining or forwarding any mail that is delivered to the property after yourtenancy has ended.You must ensure that all bills are settled prior to you vacating the property.Keys & fobsAll keys and fobs for the property must be returned to us when your tenancycomes to an end. Final rent paymentWe will not accept your deposit as your final rent payment. Your rent must bepaid in full until the end of your tenancy in line with the tenancy agreement. TDS contact detailsThe Tenancy Deposit Scheme can be contacted on 0300 037 1000 or via their website,www.tenancydepositscheme.comCondition of the propertyIt is extremely important that you remove all of your possessions and provide us with aforwarding address.You must return the property in the condition that it was in when your tenancycommenced. You should ensure that you have removed all belongings, that anynecessary repairs have been carried out and the property has been thoroughly cleanedthroughout prior to you returning the keys.It is in your interest to make sure that the property is vacated in a clean and tidy conditionas failure to do so may result in charges being levied against you.19

End of tenancy cleaningchecklistPlease note this is only a general guide and not necessarilya full checklist.At the end of your tenancy20All windows must be cleaned both internally and externally.Interior window frames and ledges must be wiped clean throughout theproperty.Ceilings and walls should be cobweb free.Carpets to be cleaned as required as well as vacuumed.Kitchen floor to be swept and washed.Cooker to be cleaned thoroughly with oven cleaner. Do not forget theshelves in the oven, the glass door, grill pan and oven trays and changingthe extractor hood filter (if applicable).Refrigerators and freezers should be defrosted and wiped out. The doormust be left open and the appliance switched off.Bath, WC, shower screens, hand basins and kitchen sinks must be cleanedthoroughly.Insides of cupboards and drawers must be cleaned, particularly in kitchens.The garage, if applicable, should be swept out.The garden should be left in a neat and tidy condition with lawns cut.Shrubs should be pruned as appropriate. Also, where pets have beenallowed in the property, any animal excrement must be removed.Washing machine soap dispenser must be cleaned as well as thedishwasher.All bulbs replaced where necessary. All rubbish/food must be removed from the property/garden and placed inthe dustbin provided for collection.

In the eventof anemergencyShould an emergency arise, thereare certain steps that you can takein order to help resolve the mattermore swiftly.If there is an emergency that requires the Police, Fire Serviceand/or the Ambulance Service dial 999. For non emergencies,dial 101. Gas If you smell gas you should call National Grid as a matter of urgency on 0800 111 999.WaterIf you suffer a complete loss of water supply you should firstly confirm with the watersupply company that the supply has not been deliberately stopped in order tocomplete maintenance or repairs. In the event of a burst pipe you should turn offyour water supply immediately using the stop cock under your kitchen sink oroutside the property.ElectricityIf there is a total loss of power supply you should first check with the electricitysupplier that they have not isolated the mains supply in order to carry out repairwork, or that there isn’t a local power failure currently in place. In the event of apartial power loss you should check your fuse box to ensure that none of the fuseshave tripped. For houses, your fuse box is located either in your downstairs WC oryour under stairs cupboard. For apartments your fuse box can be found in yourwashing machine cupboard.If you are experiencing any of the above issues and you have ascertained thatthey are not a supply fault then you should contact the Wise Living team on0345 319 4070 (a local rate number).In the event of an emergency21

Images are for illustrative purposes only of this home type, they are therefore not plot or site specific and spec and external features may vary slightly. If there is any point which is of particular importance to you, pleasecontact our office and we will be pleased to check the position for you. All properties are let unfurnished. Any room sizes quoted are approximate and are only intended as a general guidance.Wise Living is a trading name of Wise Living Homes Limited (company number 11184849) and Wise Living Developments Limited (company number 12072018), both registered in England and Wales with registered address 17Regan Way, Chetwynd Business Park, Nottingham, England, NG9 6RZ.G E T I N T O U C H0345 319 4070wiselivinghomesemailus@wiselivinghomes.co.ukwww.wiselivinghomes.co.ukwiseliving_homes @wiselivinghomes Version 032024